Customer Support Expert

Amadeus is a leading provider of advanced technology solutions for the global travel industry.

Currently we are looking for qualified candidates to join our Amadeus Service Hub in the capacity of Customer Support Specialists, who will support our clients in several countries of the region.

Responsibilities:

• First Level Helpdesk Support Responsible for answering and logging calls to the Amadeus Customer Service Centre (ACSC) made by customers who are experiencing functional problems or enquiries                                              Rectification of customer problems where possible and notifying the user before case closure, otherwise escalate to  the Local  markets representatives or Second Level Teams within Amadeus agreed timeframe (SLA). 
• Total Contact Ownership Respond to customer contact within defined and measureable timeframes and provide the appropriate solution to our customers. Increase the 'Total Contact Ownership' and 'First Contact Resolution' in order to minimize the 'contacts', 'call wait time', 'average talk time' & 'abandoned calls'.       
• Problem Escalation Responsible to raise Local Master Incidents (LMI), define the severity level and then assign to Second level team for further investigation, the process to be executed when the problem is impacting multiple customers only. Communicate the LMI details via email internally (both ACSC and local representative teams) and advise the Team Leaders of any significant problems that affect or degrade the services that we offer.   

Requirements:                    

• Knowledge of the Travel or Customer Service industry
• Previous experience in providing operational support to end-users
• Experience within the airline, travel, Help Desk or Call Centre industry.  
• Experience with IT Infrastructure, technology protocols and Operating systems.
• Previous experience with Amadeus systems, products or platform.
• Strong team performance experience.        
• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University         
• High level of computer literacy including software, hardware, automated call logging systems and communications operating principles
• Fluent in English and Russian and Ukrainian
• Excellent understanding of Amadeus Products and Solutions, including but not limiting local products on Kazakhstan and Russian markets covering by the virtual Customer Support Center, central products for Online, Retail, TMC customers segments.

 The Company Offers :                                                                                                                           

• Financial stability
• Legal employment
• Professional growth
• Professional training and development
• Comfortable working environment
• Inspiring and dynamically changing environment